Support Services Group is hiring a Quality Assurance Lead to guide a team dedicated to monitoring and elevating the standard of customer interactions. You will be responsible for developing and implementing comprehensive quality assurance strategies that directly improve key performance metrics.
What You'll Do
- Lead and mentor a team of Quality Analysts to monitor and enhance customer interactions.
- Develop and implement quality assurance strategies to improve performance metrics.
- Conduct call audits, analyze trends, and provide actionable insights for continuous improvement.
- Collaborate with operations and training teams to align quality initiatives with business goals.
- Provide coaching and feedback to agents to enhance customer experience and compliance.
What We're Looking For
- At least 1 year of experience as a Quality Assurance Lead within a BPO environment.
- Proven ability to manage, coach, and develop a team.
- Strong data analysis and reporting skills.
- Excellent verbal and written communication skills.
Nice to Have
- Proficiency in QA tools and CRM software is a plus.
Support Services Group is an equal opportunity employer.
